Shaanxi streamlines power service operations

State Grid Shaanxi Electric Power Co has improved customer service efficiency by centralizing power marketing operations, cutting application processing times, and expanding digital services across the province.

Staff members of State Grid Shaanxi Electric Power Co are shown analyzing data. [Photo/chinadaily.com.cn]

In Taibai county, Baoji, a vegetable grower received a new electricity connection in just two days in March, down from the previous five-day processing period. The improvement followed the launch of a marketing service center that centralizes online procedures while allowing local power supply teams to focus on fieldwork.

Staff members of State Grid Shaanxi Electric Power Co check on some equipment. [Photo/chinadaily.com.cn]

In Yaozhou district, Tongchuan, customers can apply for electricity connections at unmanned service halls with remote video assistance from employees at centralized centers. Applicants are also able to track progress through dedicated service groups, improving transparency and reducing the need for repeat visits.

In Foping county, Hanzhong, 16 types of frequently used marketing services have been brought under centralized management, shortening processing times for distributed solar power settlements and other services by an average of two working days.

The recent reforms were part of a provincewide initiative launched in September last year, with 14 pilot units selected to test the new model.

The company also integrated big data, artificial intelligence, and robotic process automation into its operations. As a result, residential low-voltage connection applications can now be processed within 3.5 working days, while the average processing time for distributed solar power settlements has fallen to seven working days or less.